Major Incident Draft Template
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There is a close relationship between problem management and the major incident process. An incident is any event that is not part of the standard operation of a service and that causes an interruption or a reduction in the quality of that service. Incidents are recorded in a standardized system which is used for documenting and tracking outages and disruptions. A Major Incident is an unplanned or temporary interruption of service with severe negative consequences. Examples are outages involving core infrastructure equipment/services that affect a significant customer base, such as isolation of a company site, which is considered a Major Incident.
![Major Incident Draft (MID) TemplateMethodologyThere is a close relationship between problem management and the major incident process.An incident is any event that is not part of the standard operation of a service and that causes an interruption or a reduction in the quality of that service. Incidents are recorded in a standardized system which is used for documenting and tracking outages and disruptions. A Major Incident is an unplanned or temporary interruption of service with severe negative consequences. Examples are outages involving core infrastructure equipment/services that affect a significant customer base, such as isolation of a company site, which is considered a Major Incident. Any equipment or service outage that does not meet the criteria necessary to qualify as a Major Incident is either a Moderare, Minor or Normal Incident. Major incident reports are escalated to the problem manager for quality assurance.Incident PyramidThe scale of incidents follows an Incident Pyramid where the most incidents are normal, escalating up to a singular Major Incident. The major incident process consists of following components:Impact assessment: Classification, outage analysis and risk management.Measurement using the Incident User Metric (IUM).Grading the resources involved in a major incident.Major incidents can be seen in the context of a quadrant diagram. In this quad major incidents are either failures or misses and result from undesired outcomes. The difference between a miss and a failure is that the former is associated with desired activity while the latter is not. Success is measured as having both desired activity and outcomes. In the context of problem management a lucky break, desired outcome associated with undesired activity, is not optimal and should be investigated.IcebergIncidents are a portion of activity in problem management that forms the tip of an iceberg. The major incident process deals with the visible portion of the iceberg, while in the greater field of problem management a large number of non-visible issues are lurking. Notification (issued within 6 working hours of trigger),[object Object]](https://image.slidesharecdn.com/midta-12644774933602-phpapp02/85/Major-Incident-Draft-Template-1-320.jpg)
